Senior Enterprise Customer Success Lead

Kastle Systems International, LLC; Falls Church (VA); On-site; USD 120,000 - 190,000; Full time

Job summary

Kastle Systems International, LLC is seeking a Senior Customer Success Manager to lead a portfolio of enterprise accounts, acting as the senior strategic relationship owner and ensuring exceptional client experiences across the lifecycle.

The role requires autonomy, executive presence, and business acumen, coordinating across Support, PM, Product, Operations, Sales, and Leadership to drive growth, retention, and long-term partnerships.

Qualifications

• 5+ years in customer success or strategic account roles in tech/SaaS.
• Proven ability to manage enterprise relationships and drive retention.
• Executive presence with C-suite engagement experience.
• Experience with data analytics and BI tools to guide decisions.

Responsibilities

• Own senior enterprise accounts and provide white-glove service.
• Develop multi-year account plans and growth strategies.
• Coordinate with cross-functional teams to exceed expectations.
• Lead executive-level communications and issue resolution.
• Position Kastle as trusted advisor on security and operations.
• Drive adoption, renewals, and expansion opportunities.
• Deliver strategic guidance and best-practices for client success.
• Shape customer success playbooks and governance.
• Collaborate with Sales, PM, Ops to align goals.
• Escalate high-priority client situations with executives.

Skills

Executive presence

Strategic thinking

Data analytics

Leadership

SaaS experience

Customer success

Relationship management

Education

Bachelor’s degree

Tools

Excel

Power BI

Looker

Job description

Kastle Systems International, LLC is seeking a Senior Customer Success Manager to lead a portfolio of enterprise accounts, acting as the senior strategic relationship owner and ensuring exceptional client experiences across the lifecycle.

The role requires autonomy, executive presence, and business acumen, coordinating across Support, PM, Product, Operations, Sales, and Leadership to drive growth, retention, and long-term partnerships.